62%

Average savings on support fees

Extend the Life of Your Oracle ATG Web Commerce and Oracle Endeca Applications – and Realise Significant Savings

Spinnaker Support is a leading global provider of third-party support for enterprises running ATG Web Commerce, Endeca, and Oracle Commerce (the combined applications). Spinnaker Support’s third-party software support replaces Oracle’s annual support. Third-party support is always at least half the cost of Oracle-provided support and provides more services through an assigned support team and highly personalized service.

When switching to Spinnaker Support, ATG Web Commerce and Endeca customers gain more comprehensive and responsive service, save an average of 62% on their support fees, and can remain on their current on-premise software release indefinitely.

We can support these products stand-alone or in combination with our support of other applications, such as Oracle Database, Fusion Middleware, Siebel CRM, and E-Business Suite. Customers trust us to keep their applications running smoothly, securely, and in compliance, and to help them navigate the journey from on-premise to hybrid to cloud.

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What We Support

As a third-party vendor supporting Oracle Commerce customers, we are uniquely positioned to provide services across the entire product suite:

  • ATG Commerce
  • ATG Developer and Administrator
  • ATG Knowledge Manager
  • Endeca Search
  • Endeca Search Add-Ons
  • Endeca Developer and Administrator
  • ATG Web Commerce
  • WebCenter Sites for Oracle ATG Web Commerce
  • ATG Web Commerce Merchandising
  • ATG Web Commerce Service Centre
  • ATG Web Commerce Search
  • ATG Web Commerce Developer and Administrator
  • ATG Web Knowledge Manager
  • ATG Web Knowledge Manager Self-Service
  • Endeca Guided Search
  • Endeca Experience Manager
  • Endeca Relationship Discovery
  • Endeca Developer

Why Replace Oracle-Provided Support with Third-Party Support?

Software support is a mandatory expense, but not one that should put your IT budget in a hole. It’s critical to have expert assistance always available to handle unplanned application issues, and that service should be fairly priced.

Hundreds of global enterprises in nearly every industry have now migrated away from Oracle-provided support to our third-party alternative because:

  • Oracle support fees rise each year by 2-4%, with no material benefits.
  • Oracle increasingly relies on a portal-based, self-service model rather than immediate, live assistance.
  • Oracle does not assist with customisations and integrations.
  • They are tired of the long delay for responses of P2 and P3 issues.
  • They feel forced into unjustifiable upgrades or unready cloud products.
19+

years average experience of support staff

Third-party support is especially beneficial for enterprises that run ATG Web Commerce, Endeca, and Oracle Commerce.

Most ATG and Endeca products have moved to Oracle’s limited Sustaining Support model, and no versions of Oracle Commerce qualify for Oracle Premier Support.

As the final stage of Oracle’s Lifetime Support, Sustaining Support is the most expensive type of support with the least value to offer to end-users. Sustaining Support excludes any new updates, certifications, security patches, fixes, or tax and regulatory updates. A majority of our Oracle customers come to Spinnaker Support because they recognize Oracle Sustaining Support for the raw deal that it is.

While Oracle focuses on selling more software and moving you to the latest release or Oracle Commerce Cloud, Spinnaker Support is intensely focused on the quality and value of individualized customer service for your current Hyperion products. We call it “support that is actually supportive.”

Spinnaker Support vs. Oracle

Think sticking with Oracle-provided support is a smarter strategy? Think again.

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Spinnaker Support

Oracle

Service ModelConcierge, dedicated supportSelf-service-oriented, emphasis on self-research
Primary Support ContactDedicated lead with assigned teamVaries
Support Expertise20+ years average experienceVaries
Response Time15-minutes or less in SLA, actual average time is 5 minsSLA dictates
Ability to EscalateAll issues closely monitored and done proactivelyNot monitored, request made reactively by customer
Custom Code SupportIncluded for anything that touches the Oracle productNot covered
Interoperability SupportIncludedLimited, depends on release version
Rights to UpgradeAccess to an archive of all upgrade rights, made prior to switchover from OracleIncluded
Security & VulnerabilityFull-stack intrusion detection, virtual patching, and compensating controlsPatches only
Term of SupportLifetime support - for as long as you need your versionNo new fixes or interoperability support after end of standard support
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SpinnakerSupport Guarantee Logo

Introducing the First-Ever Ultimate Support Guarantee

Making the move to third-party support should never be a risk. Our guarantee for new customers addresses your top concerns, whether they’re legal compliance, security, or technical issue coverage. We stand by our customers and behind our record of service.

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The Advantages of Third-Party Support For ATG Web Commerce, Endeca, and Oracle Commerce

Many organisations are still reaping great value from their ATG Web Commerce, Endeca, and Oracle Commerce solutions. They use ATG Web Commerce to deliver a consistent, personalised cross-channel customer experience across the Internet, contact centre, mobile devices, social media, brick-and-mortar stores, and other customer touchpoints. They apply Endeca for page management and layout, content placement, dynamic delivery of content, and personalisation to the customer.

With Oracle’s aggressive push to Commerce Cloud, customers have grown concerned with Oracle’s lack of commitment to enhance and support current on-premise ATG and Endeca applications. Companies are relieved to find that our Oracle support is purpose-built to deliver more responsive, comprehensive, and affordable service for their enterprise applications and technologies. Spinnaker Support has no term limitations on support, regardless of whether Oracle has declared an End of Life to a release.

We have built and retained large, knowledgeable teams of Oracle support engineers to address virtually anything with ATG Web Commerce, Endeca, and your associated technology stack, such as older versions of Java. Our engineers average over 19 years of experience and help fill your knowledge gaps, ease your staffing constraints, and provide expert assistance for complex product and technology issues.

Organisations choose Spinnaker Support because we:

  • Immediately reduce the cost of support fees by an average of 62%
  • Deliver responses in less than 15 minutes, from Level 4 senior engineers in eight operations centres
  • Supply more comprehensive coverage, including for customisations and interoperability issues
  • Help extend the life of stable, customised, and productive applications, for as long as you need
  • Offer flexible commercial terms that match your licenses and business needs
  • Provide a safe haven until cloud solutions become right for your business
24/7/365

customer support

A Support Partner, Not a Vendor

At Spinnaker Support, our customers tell us that they view our engineers as a natural extension of their internal support team. In addition to easy, effective onboarding, customers always realise 24x7x365 coverage to ensure that Agile PLM runs at peak performance, even while their IT infrastructure is in a constant state of change and evolution.

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Undeniable Cost Savings

See how much your company could save when you move away from margin-driven Oracle-provided support to a dedicated third-party partner like Spinnaker Support.

Calculate your savings

READY FOR A PHENOMENAL SUPPORT EXPERIENCE?

Request a complimentary consultation to learn more about how we can deliver exceptionally personalized enterprise software support at a much lower cost.

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